Support.

hello@tandemapp.xyz reaches us for anything at all — a bug, a question, a billing problem, an account you can't get into, or something you'd rather tell a person than a form. A real person reads it.

If something is wrong in the app, these details save a round trip: the email address on your account, whether you were on the web, Windows, macOS or Linux, roughly when it happened, and what you expected to see instead. A screenshot helps more than a description.

If you are reporting someone, you do not have to email us. The report control in the app is faster and it carries the message with it — see Report a message or a person.

Every message, space and person in Tandem has a report control on it. Opening it asks you two things: what is wrong, and who should deal with it.

What is wrong

• Spam or scams
• Harassment or bullying
• Hate or discrimination
• Explicit or inappropriate content
• Threats, violence or self-harm
• Something else — tell us in your own words

Who should deal with it

• The space's moderators. Right for most things that happen inside one community — the people who run it can act immediately.
• Tandem. Right when the space's own moderators are the problem, when nobody there is acting, or when it is serious enough that it should not be left to volunteers. This comes to us directly.

Either way the report arrives with the content it refers to, so we are not asking you to reproduce it. We look at the context around a message rather than the message alone, and we tell the reporter whether it was actioned — though not what we did to someone else's account. The full process is in the Community guidelines.

Anything involving the sexual exploitation of a minor is removed, banned on sight and reported to the relevant authorities. If you cannot reach the in-app control for any reason, write to report@tandemapp.xyz.

You do not need anyone's permission, and you do not need us. Open a person — from a member list, or their name on a message — and choose how far to turn them down. There are two levels, because the two situations are different.

• Mute. Their mentions and direct messages stop making a noise. They can still reach you and the conversation is there if you go looking for it. This is the one for someone who is merely loud.
• Block. All of the above, and the direct-message channel closes in both directions. They cannot start a conversation with you and you will not see one from them.

Everyone you have muted or blocked is listed in your settings, with the level you chose, so you can change your mind or undo it later. Blocking someone is separate from reporting them — blocking protects you now, reporting gets them dealt with. Doing both is often the right answer.

Spaces are run by the people who create them, and they are expected to deal with what gets reported to them. When that does not happen — a space that ignores harassment, or moderators who are the ones doing it — send the report to Tandem instead of to the space, using the same control described above.

We can act on a whole space, not just a message. What we enforce and the sanctions available to us are set out in the Community guidelines.

Moderation decisions can be appealed. Write to appeals@tandemapp.xyz from the email address on the account, tell us what was actioned, and say why you think it was a mistake. A different person reviews it where that is possible. Appeals are covered in the Community guidelines.

You can see, export, correct and delete what we hold about you. How to ask, what we do with it and how long we keep it are in the Privacy policy, which also names the address those requests go to and the time we have to answer.

Deleting your account is final, and how to request deletion sets out how to ask, what gets removed, and why a message you sent into a shared room stays in that room.

If Tandem will not load at all, try the web app at go.tandemapp.xyz — it rules out a problem with one desktop install. The desktop downloads are on the download page.

Tandem is in beta. Things will break, and we would rather hear about it than not — a bug report during a beta is worth more than one after. Tell us at hello@tandemapp.xyz.